Customer Relationship Management practices by Mc Donalds- A case study
“One world, One Burger”- McDonald’s
THE WORLD OF McDonald’s
RAVI SHARMA (24)
TATHAGAT MAHAJAN (30)
RAKSHIT PATEL (23)
"McDonald's vision is to be the world's
best quick service restaurant
experience. Being the best means
providing outstanding quality, service,
cleanliness, and value, so that we make
every customer in every restaurant
McDonald's Mission Statement
CRM Initiative for Indians
DON’T OFFER ANY BEEF OR PORK ITEM
IN PRODUCT LIKE MCVEGGIE, PIZZA
MCPUFF ETC.THEY USE SPICES
FAVOURED BY INDIANS
SOFT SERVES AND MCSHAKES ARE
• Actively Involver in many social activities likegi
CHILD EDUCATION, PULSE POLIOiesetc.
McDonald’s History INDIA
I Love Children
I Have Gifts
They Can play
• The ambience and the environment is same at
all the outlets of McDonald's.
CRM for Internal Customres
• Each outlet is headed by a
Restaurant Manager . He is
responsible for the daily operation
and customer interaction.
• Delivery Crew Member carries
basic operation of a restaurant.
Ensures customer satisfaction at
• In order to motivate there
employees they give them stars as
per their performance.
Cleanness, speed, Quality
and transparency of
process is biggest evidence
• They have a feedback And suggestion form available at
• For the techno savy Customers they have a online Feed
• All the upcoming product and related info are posted on
• Complimentary Drinks with every late order
delivery after 1 minute.
Extended CRM Initiatives
• At McDonald’s, the customer always comes first.
McDonald’s India provides fast friendly service- the
hallmark of McDonald’s that sets its restaurants apart
• McDonald’s restaurants provide a clean, comfortable
environment especially suited for families.
• McDonald’s menu is priced at a value that the largest
segment of the Indian consumers can afford.
• McDonald’s does not sacrifice quality for value – rather
McDonald’s leverages economies to minimize costs
while maximizing value to customers.
• The main effort of McDonalds’s service is to make
customer the whole sole beneficiary through its
stringent standards maintained all over the world.